Case Study: Travel & Hospitality, Automotive

HGS supports car-sharing success: Growing to more than 1 million members

Work-at-home agents and social media responsiveness leads to substantial growth and award-winning roadside assistance and care

Overview

When a disruptive innovator launched its car sharing concept in 2007, the goal was brand differentiation in alignment with its aggressive, forward-thinking business model. In 2009, the company chose HGS to support its plans for growth and innovation. This 24/7, 365 program includes inbound voice and email support. Agents assist contacts with questions regarding membership and car reservations. They help members with issues and challenges encountered during the reservation including technical troubleshooting—for example, checking the voltage on the car battery or opening a locked car door, all from the client-extended desktop.

As true partners, HGS understands that when customers contact the company, their main goals are to get quick assistance and/or accurate resolution and get on their way. Agents provide speedy assistance and gentle reminders of the company’s six simple rules to reinforce the car-sharing company’s culture and member responsibility. Additionally, HGS manages a number of back-office tasks, including roadside assistance, reimbursements, and billing adjustments.

At a Glance

Award-winning roadside assistance, complaints, lead generation, product inquiries, sales, warranty claims, service reminders, and loyalty

70+ FTEs
60% of agents Work@Home, business continuity advantages
New customer sign-up
Reservations and roadside assistance
Accident support
Tier 2 member services – corporate escalation support
Government employee support
Twitter and Facebook, Facebook Messenger monitoring and customer service

Channels: Voice, email, social media

The solution

Social Media Support

12-hour turnaround consistently meeting metric

How we do it
In 2016, HGS added five FTEs to the social media team. This operational support expands the client’s digital presence, for direct contribution to brand growth.
Business result
HGS has a 12-hour turnaround for all social media, comprising Twitter and Facebook. Additionally, HGS achieves approximately 60-100 contacts per day posting to the client’s Facebook site, messaging, tweeting, and DMing. We also employ Sprinklr for reporting and insights. We provide monitoring with direct messaging and posts review, supported by weekly meetings with the client and escalations of any urgent issues.

Work-at-Home Agents

40+% improvement

How we do it
At the onset of our partnership, we set out to improve member satisfaction for the company while improving operational efficiencies. HGS created and implemented for the company a blended in-center and at-home agent solution, focused on cost control and business continuity. The home agent program is offered as a benefit for the team’s top in-center performers. Today, 40% of our agents are in-center agents and 60% are at-home agents, and it is a valuable growth incentive. We are continuing to add to our at-home agent team.
Business result
Work-from-home agents are engaged team members who drive success for this client. Other key benefits are:
- Business continuity to provide continuous service during adverse weather events
- Agent continuity with a lower attrition rate among home agents

On Partnership Success

HGS has been an invaluable support to business growth and customer satisfaction. According to the former president and CEO:

“Previously, we sent escalated queries to headquarters, but now all escalations are handled by the experienced and tenured team at HGS.”

Global locations

USA • UK • Canada • UAE • India • Philippines • Jamaica